This is a review about my daughter's experience at the Moore Park Virgin Active gym. Below is a…read moreletter she wrote.The management refuses to offer their apology (or even talk to her). So far, the receptionist has been in touch with my daughter.
My experience in the Air Barre class today was very disappointing, especially since this was my first time attending any type of aerial/anti-gravity class. Jess made me feel unwelcome, humiliated me, and spoke down to me. I walked into the class and instead of being greeted was told "Bag outside, and take your zipper jacket off" - even though I could see that other students had their bags inside and against the walls. Two other members arrived 2-3 minutes after me, and whilst Jess went to assist them with adjusting their hangings, I was ignored and left to fend for myself.
I continued to struggle with the hangings and when I managed to finally lift myself into the hammock, Jess disdainfully told me that I was doing it wrong and said "Don't you remember what I said at the start of class?" When I said that this was my first time and I don't know how to use the hangings, she replied, "Well, 4 other people are also new in this class." I stood there embarrassed whilst everyone else seamlessly performed upside down splits. Following this I decided to leave the class, and was told by her in a tone, "Next time for beginner classes, you need to arrive five minutes early, because we already went through everything."
I was indeed five minutes late to the class today and take responsibility for this. I usually always endeavour to arrive early and should have accounted for bad traffic on a weekend, so I apologise that I was late. However, this was in no way an acceptable reason for Jess to humiliate me in front of a whole class and make me felt inept. I was under the impression that I would be guided through the class on proper technique and didn't realise that it was more advanced than I thought.
I have only been a member at Virgin Active for 2-3 weeks and up until today, my experience has been wonderful. In particular, Joyce and Rod have been fantastic in making me feel welcome and always greet me when I am at the gym. During my consultation last week with Rod, I made it clear that I still struggle with certain fitness movements and he was very understanding and patient. Jay, who teaches 6am boxing on Friday, has also taken time to help me with my technique and encouraged me throughout class, for which I am very grateful.
I chose to join Virgin Active based on great feedback from friends who have been attending for years, but also because I have received some of the best customer service of any gym I have attended. There are gyms that are closer for me to commute to and also offer the fitness classes that I like to attend. However, it was simply because the staff were rude and pushy that I decided against those gyms and chose Virgin Active, despite the fact that I am paying double the fees.
Today was the first time that I have had such an unpleasant experience and it has turned me off of wanting to attend any more aerial/air gravity classes at Virgin Active. I have been attending group fitness classes for the last 5 years at a variety of gyms, and it can be extremely nerve-wracking to attend a new class, especially when you are trying to keep up with others in the class who are advanced. Instructors such as Jess need to understand this and they especially need to remember that not everyone has the same fitness abilities, or learning curve.
So far, I have raved about Virgin Active to my colleagues and friends, and have been encouraging others to join me. Employees such as Jess will damage the Virgin Active brand if they continue to treat members such as myself in such a poor manner.
I hope you can understand how I have been left feeling following today's events.